Workforce Real Time Analyst

5 days ago


Surabaya, Indonesia Gear Inc. Full time

**Description**
- Monitors real-time work volume and schedule conformance to efficiently utilize staffing resources and to meet any necessary contractual obligations
- Coordinates and manages same day and/or short-term off-line event scheduling for moderation agents while maintaining acceptable performance of the center
- Analyses trends such as call volume, AHT, latency, utilization, shrinkages, and attendance to understand and plan for potential over staffing/under staffing conditions; adjust plans prior to and/or same day to enable teams to attain appropriate performance results
- Participates in Help Desk calls to relay how issues are impacting the centre performance
- Assists in the development of all reports and/or processes that increase the ability of the center to plan and predict performance effectively efficiently and accurately.
- Effectively communicate center performance and information by providing reports and updates regarding the recent, current, and future business productivity.
- Schedule daily, weekly, monthly meetings to communicate information to Work Force Leaders and management to set expectations and confirm business needs to allow the business to make better decisions
- Provides the business with timely status updates on projects and initiatives
- Complete necessary reports, ad hoc reports as required

**Requirements**:

- Excellent communications skills, speaking reading and writing in English and Bahasa.
- Minimum 1 year experience as RTA or in any Workforce Management related field
- Content moderation work experience is a plus but not required
- 1 year of experience working in a call center or BPO environment highly desired
- Good Organizational, time-management skills and good work ethic
- Advance skills with MS Office and Google suite.
- In-depth knowledge of managed services industry performance metrics
- Creative thinker, good problem-solving and analytical skills
- Willing to work on public holidays and shifting schedules including night shifts

Jenis Pekerjaan: Penuh Waktu

Gaji: Rp5.000.000 - Rp6.000.000 per bulan



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